SAP Hybris Commerce Integration with SAP CRM Release 2.2November 30, 2016
Hybris-SAP CRM Integration Points – Release 2.2
BASIC COMMERCE
PROCESSES Master Data
Replication of business
agreements from SAP CRM to
Hybris
Order Management Enhancements to return order
integration with SAP CRM
Invoices generated in SAP CRM are
replicated to Hybris and are
displayed on storefront
SELF SERVICES Complaints Integration A complaint created in Hybris is
replicated automatically to SAP
CRM
Service Contract Termination Synchronous renewal and
termination of service contracts at
the item level from Hybris storefront
Service Ticket Enhancements Multi-level reason category
selection while creating a service
ticket from Hybris storefront
Sales Order Management
ServiceManagement
CRM
CUSTOMER SERVICE INTEGRATION
Integration to SAP CRM – Business Agreements
SAP CRM Business Partner (Organization,
Sold To Party / Individual, Consumer , Sold
To Party)
Hybris B2B Unit / Hybris B2C Consumer
SAP CRM Business Agreement
Hybris Business Agreement Business agreements created in SAP CRM
for a business partner are replicated to Hybris
Any updates made to the business
agreements in SAP CRM are also replicated
to Hybris
B2B and B2C customers can view the
business agreements belonging to them on
Hybris storefront
Return Order Integration
CSCockpit/
StorefrontReturn GoodsCompleted Sales
Order
Return Object in
CRM
Goods received
Delivery SAP ERP
Credit
Memo
Update
RO
Update
RO
Refund via
credit memo
Customer Service
Agent/Customer Returns integration is available
for B2B and B2C asynchronous
orders
The delivery costs associated
with shipping can be refunded
by selecting the Refund
Delivery Cost option while
creating the return
Partial returns are possible,
and the delivery costs are
refunded on a prorated basis,
based on the number of items
in the order
Complaints Integration
Update Complaint Notify CustomerProcess Complaint
Create Complaint Check Answer Confirm Complaint
Complaint
A complaint created in Hybris is
replicated automatically to SAP CRM
Any updates made to the complaint in
Hybris are also replicated to SAP CRM
The replicated complaints can be
updated in SAP CRM and the updates
are made available in Hybris
Registered B2B and B2C customers
can view the details of the complaints
on Hybris storefront
CRM
Complaint
Service Contract Renewal/Termination
Login / Register
UserBrowse Contracts
SAP CRM / ERP Master Data
Display Contract
Service Contract
Hybris Master Data
Start Change Process
- BLEX (Renewal)
-TERM (Termination)
Renew/Terminate
Contract Item
A customer can view a service contract
and renew a contract that expires, on
the Hybris storefront
A service contract quotation is created
in the process of renewing a contract
A customer can also renew and
terminate the service contract at the
item level
Top Related